In the world of financial services, disputes between consumers and service providers can arise at any time—whether due to misunderstandings, delays in service, or dissatisfaction with the outcome of a complaint.
This is where LAPS SJK (Lembaga Alternatif Penyelesaian Sengketa Sektor Jasa Keuangan or the Alternative Dispute Resolution Institution for the Financial Services Sector) plays an important role. Established under the supervision of the Financial Services Authority (OJK), LAPS SJK serves as an official solution for resolving disputes fairly—without the need for a lengthy and complex court process.
With a faster, more structured, and accessible mechanism, LAPS SJK acts as a bridge between consumers and financial service providers, such as financing companies, helping both parties reach a mutually beneficial resolution. Let’s take a closer look below.
What Is LAPS SJK?
LAPS SJK stands for Lembaga Alternatif Penyelesaian Sengketa Sektor Jasa Keuangan, an official institution established to handle complaints or disputes between consumers and financial service providers—such as banks, insurance companies, fintech firms, multifinance companies, and pension funds.
Operating under the supervision of OJK, LAPS SJK provides an out-of-court dispute resolution process that is faster, simpler, and more affordable.
The main purpose of LAPS SJK is to ensure that consumers receive legal protection when facing disputes related to financial services, while also maintaining public trust in Indonesia’s financial services industry.
How LAPS SJK Differs from Other Consumer Dispute Resolution Bodies
Unlike general consumer dispute resolution institutions, LAPS SJK is specifically dedicated to the financial services sector.
While general consumer protection bodies handle disputes involving various goods and services, LAPS SJK focuses solely on cases involving financial service providers under OJK’s supervision.
Its dispute resolution mechanisms are also more comprehensive, offering not only mediation but also arbitration and binding opinions.
Moreover, LAPS SJK’s regulations are tailored to the characteristics of the financial industry, giving its decisions greater authority in the context of financial law.
However, the legal strength of its decisions depends on the chosen mechanism. For example, arbitration rulings are final and legally binding.
Roles and Authorities of LAPS SJK
To effectively carry out its role in resolving disputes within the financial sector, LAPS SJK has several duties and authorities, including:
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Handling and resolving disputes between consumers and financial service providers.
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Providing consultation services related to dispute resolution in the financial services sector.
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Conducting research and development to improve the quality of dispute resolution services.
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Establishing guidelines and regulations as the foundation for dispute resolution implementation.
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Collaborating with consumer protection agencies, both nationally and internationally.
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Developing the competencies of registered mediators and arbitrators within LAPS SJK.
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Providing dispute resolution mechanisms—such as mediation and arbitration—based on principles of independence, fairness, effectiveness, efficiency, and accessibility.
LAPS SJK Services
As an alternative dispute resolution institution, LAPS SJK offers several mechanisms that can be chosen according to the needs of the involved parties.
1. Mediation
Mediation is a dispute resolution process involving a neutral third party known as a mediator. The mediator’s role is to assist both the consumer and the financial service provider in reaching a mutual agreement through structured dialogue and negotiation.
In this process, the final decision remains in the hands of both parties. Mediation is suitable when both sides are willing to communicate and find a peaceful solution without unilateral decisions. The process is flexible, communicative, and focused on mutual understanding.
2. Arbitration
Arbitration is a formal out-of-court mechanism based on a prior arbitration agreement between the parties.
In this service, disputes are reviewed by professional arbitrators appointed by LAPS SJK. The arbitrator examines evidence, hears both sides, and issues an arbitration award that is final and legally binding.
Arbitration is ideal when a firm and conclusive decision is required without the lengthy procedures of a court trial.
3. Binding Opinion
A binding opinion service allows parties in an agreement to request an official legal view from LAPS SJK regarding a specific issue.
This is useful when a contract clause is unclear, new circumstances arise that are not covered in the agreement, or clarification is needed about a particular legal relationship.
If both parties agree in advance that LAPS SJK’s opinion is binding, then the issued opinion must be followed as an official decision. This helps prevent potential disputes early by providing legal clarity before conflicts escalate.
Requirements for Submitting a Dispute to LAPS SJK
Before filing a dispute with LAPS SJK, consumers must ensure that their case meets certain criteria. A dispute will only be processed if:
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The consumer has first submitted a complaint to the financial service provider (PUJK), but the complaint was rejected or left unresolved in accordance with OJK’s consumer complaint regulations.
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The dispute has not been and is not currently being handled or decided by a court, arbitration, or another dispute resolution body.
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The issue is civil in nature, concerning the rights and obligations between the consumer and the financial service provider.
If these requirements are met, consumers may proceed to file their case via the Consumer Protection Portal (APPK) at kontak157.ojk.go.id or by visiting the LAPS SJK office directly.
After submission, LAPS SJK will conduct verification and clarification by contacting both the consumer and the PUJK. This stage ensures that the dispute qualifies for further mediation or arbitration according to official procedures.
Ensuring Fair Financial Dispute Resolution
Handling a dispute with a financial service provider can be a process—but it’s an essential step to safeguard your rights as a consumer.
Through LAPS SJK, disputes can be resolved officially and fairly under OJK’s supervision, without the burden of lengthy court proceedings.
Once your dispute is settled and your finances are back on track, make sure to choose a legally registered and OJK-supervised financing institution if you plan to apply for financing again.
With trusted financial partners like BFI Finance, you can access secured loans using Motorcycle or Car BPKB or Property Certificates, all through a transparent and safe process.
Manage your finances wisely, and ensure every financial decision stays on the right path with BFI Finance, a licensed and OJK-supervised company.
Your financial needs can always be met because there’s #ThereIsAlwaysAWay with BFI Finance. Let’s continue building a stronger, well-planned financial future with secure and reliable financing solutions.
